Cell C Sim blacklisting woes

Trying to blacklist has been a nightmare. They ask security questions that are random and forgettable, and then their 48 hours has now been a few days. Their customer service was unhelpful, unfiendly and impossible. Mys ons lost the phone and had to phone 3 times because he could not answer the security questions. I found the answers by checking my bank statements. Now I want an update because it is taking such a long time and insurance are waiting, but they won't tell me anything because they expect my son, who does not have a phone any more, to phone them himself. They can't even tell me what the progress on blacklisting is. This is bizarre!